Four Missed FTTC Activations by Openreach and counting....

Wonder if anyone can help me with an order that has been messed around by Openreach for pretty much whole of August and if they can give me any pointers

3rd August - Activation Date
- Activation date missed, lack of engineer according to Openreach

10th August - Second Activation Date
- Second activation date missed due to issue with locks on cabinet

17th August - Third Activation Date
- Openreach claimed AM that fault between exchange and cabinet prevented work

18th August
- Openreach close fault between exchange and cabinet saying no fault found.
- Openreach open fault between cabinet and property, staing underground cabling fault to be fixed on 20th Aug.

20th August
- Sky inform me that Openreach have ran into a delay and it won't be done until 24th August

24th August
- Sky confirm that Openreach have given a go-live date of 26th August which they assure will not be missed.

26th August - Fourth Activation Date Missed./
- Engineer calls to say he's switched me over to FTTC and if it doesn't work now to call my ISP
- I wasn't disconnected and am still on ADSL2+ and not FTTC and still on G992 modulation.
- Sky confirm that Openreach haven't done the work but they don't know why as no update is issued and wonder if he has done the work to the right line.

At this stage that's four activation dates that Openreach have missed and a lot of time on the phone discussing this matter. I do not know if the engineer was dishonest earlier or just plain incompetent, but it looks pretty certain that he didn't switch the line at all.

This [censored] has been going on the whole month now, and is starting to get rather tiresome, especially when two doors down ordered BT Fibre 10 days after me and were activated in super quick time without any issues....

Edited by deleted (Wed 26-Aug-20 20:29:05)

Email complaint to Clive Selley. Address can be found easily on google.

A wacky thought, but have you checked that VDSL2 is ticked in your router settings?

Edited by RobertoS (Thu 27-Aug-20 10:55:16)

No option on a Sky Hub but it's compatiable and firmware is up to date. Shows the router as connecting to G992.5 which is ADSL2+ rather than G993 which I believe is VDSL2?

Openreach still maintain nobody called me yesterday and I've essentially being accused of lying. They say they will get back with an update by 5pm on Friday, which convinently then gets them off the hook until at least next Tuesday.

Edited by deleted (Thu 27-Aug-20 11:57:26)

Might have to soon - it's becoming a joke.

If it had all be done correctly you would have lost your ADSL2+ connection when the changeover was done, so something is amiss.
If you want rapid resolution then the email is the best bet.

Latest from Openreach following an intervention is that the routing is wrong and they are "working hard" on fixing it whatever that means. Honestly it sounds like they're not working very hard at all. So I don't hold much hope of it being resolved soon.

The other thing is that when the 17th date was missed, they claim it was because the engineer was not trained to resolve underground cabling fault related to routing so it had to be resolved by someone else and seemingly it was, hence the next activation date being given.

Why then does someone rock up at the cabinet 9 days later and say that there is a routing issue? Couldn't that have been spotted when the fault was looked into initially before the activation date was re-ordered?

And honestly, for a line that has been stable for many many years, with low line noise, getting the highest upload and download sync rates possible on ADSL2+ it's a surprise they keep thinking it has so many 'faults' all of which cause absolutely no issues to the customer.....

Also it seems I can't trust Sky fully either as it seems they gave me duff information and the first date and maybe second missed may have been their fault as well, but still that doesn't change what happened after being down to Openreach.

Edited by deleted (Thu 27-Aug-20 18:13:50)

I wouldn't spend too much time emailing Openreach directly, your contract is with Sky and they are the only ones who are in a position to be able to do things like offer compensation for missed installation targets etc.

In reply to a post by jpm:

I wouldn't spend too much time emailing Openreach directly, your contract is with Sky and they are the only ones who are in a position to be able to do things like offer compensation for missed installation targets etc.

My focus isn't really getting compensation, it is more of getting the issue resolved. The odd few quid there is of lesser importance in the grand scheme of things.

If there is a routing issue then at the end of the day Openreach are going to need to fix it. Yes I'm not their customer but it is a problem that they have created by the way the circuits are routed.

Edited by deleted (Thu 27-Aug-20 18:35:37)

Have you actually rebooted the modem router.. It should in theory it would have rebooted after the work from adsl to vdsl but you are saying its still on adsl. I'm just wondering if the modem is stuck on a stale connection.